Computer Support Technician (INFORMATION SERV SPECIALIST I Option C) (UMP)

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a Computer Support Technician assisting in providing end-user assistance with computer hardware and software issues. In this role you will perform computer installations and participate with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems. In addition, you will assist higher level staff in conducting training sessions for end-users and staff. d If you possess these knowledges, skills, abilities and experience, we invite you to apply for this position with DoIT!

As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program – voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

30% Under immediate supervision, serves as a Customer Support Technician in the End User Computing section for the Department of Innovation & Technology (DoIT):

• Assists in providing professional support and assistance to end users of Microsoft Office and other applications, software and automated equipment.
• Assists experienced systems analysts in software distribution at user provided facilities using automated Deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), or Lite-Touch procedures and programs.
• Assists in connecting personal computer systems to the network using network communication concepts and principles, including knowledge of client network configuration, routing protocols, Virtual Private Network (VPN) and Internet and computer programming and/or scripting.
• Assists with the testing, implementation, documentation, and maintenance of personal computer systems.
• Assists end-users on-site and remotely with problem diagnosis and repair on a statewide basis.
• Elicits sufficient information to enable higher level professionals to resolve the more complex problems, while developing skills to provide higher level of technical support services. 
• Updates designated service management systems and documentation.

25% Participates with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems including network communication, client network configurations, routing protocols, Virtual Private Network, Internet, and computer programming and/or scripting:

• Assists in ensuring configurations comply with agency security considerations, performance requirements, and established standards.

25% Performs the process of duplicating new operating system installations, including Microsoft Windows and Mac, for efficient on-site installations of large quantities of desktop/laptops statewide:

• Conducts on-site desktop/laptop installations and provides direct user contact support.
• Updates designated service management systems and documentation.

10% Assists higher level staff in conducting training sessions for end users and staff:

• Compiles and organizes workshop materials.
• Acquires and maintains all training materials in compliance with all requirements.
• Provides telephone support to users.
• Submits documentation to supervisor on issues and/or problems.  
• Presents technical information to others with clarity and precision.
• As assigned, assists in providing on-site and off-site training to end-users.

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on IT products, vendors, techniques and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to completion of two (2) years of college with course work in computer science or directly related fields OR
• Requires satisfactory completion of an agency sponsored training program.
   

Preferred Qualifications

• Elementary knowledge of supporting and troubleshooting Microsoft Windows or Mac operating systems.
• Elementary knowledge of Automated Software Deployment tools such as Microsoft Windows/Microsoft Installer scripts, System Center Configuration Manager (SCCM) or Lite-Touch.
• Elementary knowledge of network communication concepts and principles including knowledge of client network configurations, routing protocols, VPN, Internet or computer programming and/or scripting.
• Elementary knowledge of Microsoft Office client software products.
   

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position. 

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent full-time position with State of Illinois.
• Requires the ability to pass a position specific, agency required background check.
• Requires self-disclosure of criminal history.
• Requires the ability to travel in performance of duties.
• Requires the ability to work outside of normal hours to meet deadlines.
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc. 
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
• Requires the ability to lift and carry objects or equipment weighing up to 30 pounds This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.

 
The conditions of employment listed are incorporated and/or related to any duties included in the position description.

About the Agency